Internet keeps disconnecting but the light on the router remains white.

[Butterfly17]

Hi, Internet keeps disconnecting but the light on the router remains white. I have to keep turning it off and on again to get it to work. Does the router need replacing? Thanks.

[KeithFrench]

No problem, they'll be in touch on Monday hopefully.

[Butterfly17]

Oh oops! Yes it is the FAST 5364. Thank you very much for this, much appreaciated. 

[KeithFrench]

Alas, that is just Sagemcom's post code in France, but no worries, I expect it is the FAST5364. I think that this is faulty & I have asked one of TalkTalk's support to pick your thread up and replace it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-


Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

[Butterfly17]

The router is a Sagem CS 50001, I am on Fibre 65, the wired connections are also affected. Thank you. 

[KeithFrench]

Please can you elaborate by answering these few questions:-

1. What make/model of router do you have (if this is a TalkTalk router, these details will be on a label on the rear or underside of it)?
2. What package are you on?
3. If you have any wired connections, are they affected in the same way as wireless ones?